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User-Centred Systems Design as Organizational Change: A Longitudinal Action Research Project to Improve Usability and the Computerized Work Environment in a Public Authority
Uppsala University.ORCID-id: 0000-0002-2411-6417
Uppsala University.
Uppsala University.ORCID-id: 0000-0002-7662-9687
Uppsala University.
Visa övriga samt affilieringar
2009 (Engelska)Ingår i: International Journal of Technology and Human Interaction, ISSN 1548-3908, E-ISSN 1548-3916, Vol. 5, nr 3, s. 13-53Artikel i tidskrift (Refereegranskat) Published
Abstract [en]

This paper presents a longitudinal case study in which six Human-Computer Interaction (HCI) researchers worked extensively in an action research cooperation with a public authority over a period of four years. The purpose of the cooperation was to increase the focus on usability in the authority, and the main research question was how user centered systems design and increased awareness on work environment in relation to computer usage could promote organizational change in a public authority. The overarching research approach in this project has been action research and the data used in this paper is derived from an evaluation performed at the end of the project, as well as through our experiences from working with the project. The results involve aspects relating to organizational issues, management support, strategic documents and end-user participation. Moreover the results include methodological support for bringing users and developers closer together and individual and organizational attitudes to development. The purpose of this paper is to make some general conclusions on how to bring about change when approaching a large public authority with the purpose of introducing usability and user centered systems design.

Ort, förlag, år, upplaga, sidor
2009. Vol. 5, nr 3, s. 13-53
Nationell ämneskategori
Datavetenskap (datalogi)
Identifikatorer
URN: urn:nbn:se:kth:diva-47958DOI: 10.4018/jthi.2009070102OAI: oai:DiVA.org:kth-47958DiVA, id: diva2:456584
Anmärkning
QC 20111118Tillgänglig från: 2011-11-15 Skapad: 2011-11-15 Senast uppdaterad: 2018-01-12Bibliografiskt granskad
Ingår i avhandling
1. Making Sense of Usability: Organizational Change and Sensemaking when Introducing User-Centred Systems Design in Public Authorities
Öppna denna publikation i ny flik eller fönster >>Making Sense of Usability: Organizational Change and Sensemaking when Introducing User-Centred Systems Design in Public Authorities
2009 (Engelska)Licentiatavhandling, sammanläggning (Övrigt vetenskapligt)
Ort, förlag, år, upplaga, sidor
Department of Information Technology: Uppsala universitet, 2009. s. 48
Serie
IT licentiate theses, ISSN 1404-5117 ; 2009-002
Nationell ämneskategori
Data- och informationsvetenskap
Identifikatorer
urn:nbn:se:kth:diva-59917 (URN)
Anmärkning
QC 20120208Tillgänglig från: 2012-02-08 Skapad: 2012-01-12 Senast uppdaterad: 2018-01-12Bibliografiskt granskad
2. Situated Reflexive Change: User-Centred Design in(to) Practice
Öppna denna publikation i ny flik eller fönster >>Situated Reflexive Change: User-Centred Design in(to) Practice
2013 (Engelska)Doktorsavhandling, sammanläggning (Övrigt vetenskapligt)
Abstract [en]

Technology used in the Swedish workplace is perceived to be controlling, gener- ally still difficult to use, and with a low degree of usability. Even though the field of Human-Computer Interaction (HCI) has been concerned with researching different ways of developing usable systems for at least half a century, there seem to be problems with the diffusion of the results into practice. One of the possible approaches to developing usable systems is user-centred design, and in this thesis I am concerned with the issue of introducing user-centred design and usability work in public authorities and institutions. I will present work done in two different research projects with a focus on change, where the aim has been to introduce or enhance usability work. Through a lens of social construction- ism and reflexivity I will explore the outcome of the projects and the implica- tions for the introduction of user-centred design in practice. Furthermore, I will explore whether the focus on the introduction of usability work might hinder the formation of a sustainable change in the organizations interested in devel- oping usable systems. The research question then becomes; can we introduce usability work in organizations?

The answer to this question is no. Instead, we need to change our perspective from introduction to situated reflexive change: focusing on sensemaking and a situated process of ongoing change, where the stakeholders in the organization themselves must play an active and responsible part. This entails a shift from dualism to duality and a reconsideration of what our usability methods can con- tribute with. Furthermore, I will explore possible approaches to working with situated reflexive change with tools that are familiar in the field of HCI, but with an expanded scope. In particular I will discuss field studies conducted by system developers as a tool for making sense of usability issues, personas as a tool for inducing reflexivity in and on practice, and usability coaching as a sensemaking tool for both organizational stakeholders and researchers in order to understand and reflect upon change.

Ort, förlag, år, upplaga, sidor
Stockholm: KTH Royal Institute of Technology, 2013. s. xviii, 72
Serie
Trita-CSC-A, ISSN 1653-5723 ; 2012:18
Nyckelord
user-centred design, user-centred systems design, organizational change, sensemaking, reflexivity, practice
Nationell ämneskategori
Människa-datorinteraktion (interaktionsdesign)
Identifikatorer
urn:nbn:se:kth:diva-116403 (URN)978-91-7501-610-8 (ISBN)
Disputation
2013-02-08, F3, Lindstedtsvägen 26, KTH, Stockholm, 14:00 (Engelska)
Opponent
Handledare
Anmärkning

QC 20130118

Tillgänglig från: 2013-01-18 Skapad: 2013-01-18 Senast uppdaterad: 2018-01-11Bibliografiskt granskad

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Gulliksen, JanEriksson, Elina

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